Employees' Perceptions on Service Robot Acceptance in Chengdu Hotel Industry
Quanrong Wu, Acrapol Nimmolrat · 2024
In a global situation, the hotel industry faces the challenges of digital transformation, over-supply, diversified consumer demand and rising labour costs. The hotel industry must take advantage of technological changes to meet market demands and maintain a competitive advantage. The hotel industry has adopted service robots to provide personalized services, improve efficiency and reduce costs. With the development of artificial intelligence and the widespread application of robots, the hotel industry is increasingly using service robots to change hotel service. Most studies focus on consumer perceptions and less on employees. Employees are evolving as technology changes. As the internal customers of the organization, employees are crucial to the sustainable development of the organization. This study explores employees' perceptions of service robot acceptance in the Chengdu hotel industry. A mixed method was used in this study. The results of this study show that perceived ease of use, facilitating conditions and attitude towards service robots have the strongest correlation with employee behaviour intentions. Therefore, it has the most significant impact on employees' behaviour in accepting and using service robots.